CSM Fundamentals PRICIPLES Flashcards
What are the diffrent states for a case? (8)
New Open Awating Info Resolved Closed Cancelled Under Review Review Complete
What is the focus for CSM?
Supporting External Customers (B2B & B2C)
What is the purpose for CSM?
Providing services to customers before, during and after the purchase of a product and/or Service
What is the objectives for CSM?
- Customer satisfaction and retention
* Increase sales
Define CSM?
CSM is about providing a service to external customers then managing the service to ensure it meets the contractual agreement while maintaining a high level of customer satisfaction and retention.
What is the primary entity for CSM and what is it used for? (1+5)
Case (record)
- Inquiries
- Assistance
- Information
- Support
- Updates
What challenges can customization of OOB solutions bring? (3)
- Upgrades are more difficult , which results in service impacts
- Environments are more complex
- Processes become cumbersome (besvärliga) and inefficient + licensing
What might the impacts be from customization of OOB solutions in consideration to the mentioned challenges? (3)
- Cost increase and resource misallocation
- Low performance and customer satisfaction
- Inabillity to inovate
What are the two service and support types
Business to Business - B2B (e.g company A)
Business to Consumer - B2C (e.g Kalle Kula)
What are the two main tables for consumer information?
- Consumer (Stores consumer records): csm_consumer
- Consumer User: csm_consumer_user (Stores consumer registration records that are created when consumers complete the self-registration process from the Consumer Service Portal. This table extends the Users table (sys_user).)
What table does Consumer User/csm_consumer_user list extend from?
sys_user (User table)
What two SKU´s (Stock Keeping Unit for license?) are provided in CSM?
Standard
Professional
